What is the procedure in the event of a dispute or problem with a transaction ?

In case of dispute or problem with a transaction, we recommend that you contact us directly. We will be your main point of contact and we will make the connection between you and your acquirer to solve the problem effectively.

Steps in the event of a dispute or problem with a transaction are as follows:

Contact us:

First, contact us to report the dispute or problem with the transaction. We will take note of your complaint and begin the resolution process.

To do this, please open a ticket via our system.

Provide the necessary information:

To facilitate the resolution process, please provide us with the following information:

• Date and time of the transaction.
• The amount of the transaction.
• The reference or transaction number provided by your acquirer.
• Any other relevant information, such as screenshots from received or account statements. Please include all evidence attached to your ticket.

We coordinate with your acquirer:

Once we have collected all the necessary information, we will link you and your acquirer to resolve the dispute. We will keep you informed of all stages of the process and ensure that your claim is dealt with fairly and effectively.

Resolution of the dispute:

Once the investigation is completed, your acquirer will make a decision on how to resolve the dispute. This may involve a refund, cancellation of the transaction, or other appropriate measures to solve the problem in a manner satisfactory to all parties involved.

We are there to help you solve any problems quickly and effectively.

Please note that any such requests made outside the ticket system will be processed after other requests made via the ticket.

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